Incident Manager

Peraton•,

1d•$51,000 - $82,000•Onsite

About The Position

Peraton is seeking an Incident Manager with strong problem-solving, analytical, and time management skills. The ideal candidate will also possess excellent organizational, critical thinking, and communication abilities, functioning effectively as both a team player and an independent leader. Attention to detail is crucial for managing high-priority incidents. This role involves providing an overview of IT infrastructure, application infrastructure, and related services throughout the incident lifecycle, adhering to contractual terms and technical standards. The Incident Manager will collaborate with key customers and internal stakeholders, including Infrastructure Support Managers, Client Managers, and Account Delivery Managers.

Requirements

Bachelor's degree and five (5) years experience or Master's degree with three (3) years experience or high school diploma/equivalent and nine (9) years experience.
Ability to work as part of a team, which may be virtual, global, and/or multi-functional.
Ability to lead teams addressing operational processes and policies.
Experience with incident/problem management toolset.
Responsible for Global facilitation and response of all major incidents impacting mission critical business Applications and Infrastructure Services on a 24/7/365 basis.
Conduct continuous process improvement for the Incident Management Life Cycle and Incident Postmortem process.
Apply technical knowledge to operate one or more technology areas (e.g. server administration, technical security management, performance management) or customer groups that are critical or high-risk.
Ability to become a trusted advisor inside and outside the team/technology area.
Ability to become a trusted advisor to the customer.
Establish relationships within the organization to fully support any critical incident during high-profile events.
Must be able to work On Call responsibilities as needed.
Ability to manage Incidents 24X7 and ensure minimal disruption to the service.
Flexible work schedule.
US Citizenship is required.
Must have the ability to obtain and maintain a Public Trust clearance.

Responsibilities

Ensure impacting incidents are managed effectively and professionally, restoring normal service quickly, efficiently, and with minimal impact to customer service.
Execute the enterprise Incident Management process, including managing incident queues and escalating as required to ensure timely resolution.
Collaborate with team members to facilitate the resolution of complex IT hardware and software problems.
Manage incident communications for all high-priority incidents, utilizing escalation tools for client notifications.
Verify Major Incident notification messages for completeness and correctness.
Maintain incident logs and process incident reports for management review.
Develop and maintain technical and process documents for the Incident Management Team.
Handle and perform effectively in stressful situations.
Collaborate with Service Desk Agents.
Participate in Quarterly Disaster Recovery exercises on weekends as the assigned incident manager.
Update incident reporting systems with resolution information and liaise with problem management on trend detection.
Serve as a technical or business resource to the team.
Engage with and assist the Problem Management team during investigations.
Utilize problem management reports to validate known errors during high-priority incidents.
Proactively and reactively identify solutions to prevent problems.
Utilize change management reports during high-priority incidents to validate potential causes.
Independently review, implement, and verify changes/solutions of high complexity and risk.
Participate in a Change Advisory Board.